Is your Company Ready to Adopt Salesforce Einstein AI ? Let's Unfold It.

AI is still a source of confusion and controversy. Even in case of Einstein AI, too. Many people don’t quite understand how Salesforce Einstein works & how to leverage it. As a result when businesses purchase Salesforce, Einstein became a black box without Key.

Today I am going to discuss the closure portrait of Salesforce AI (Einstein) and explore how to use it for stake holders and outrunning your competitors.

🎯 Actually, What is Salesforce Einstein?

Today businesses can no longer think only about sales to increase profit. Instead, they need to consider carefully how they can help customer smarter and deliver personalized customer service.

Salesforce Einstein leverages AI technology to augment its CRM capability in the Cloud Computing world. Salesforce Einstein is the result of the foresight of Salesforce which sees AI and cloud to be the front runners among the emerging technologies. It’s a set of advanced AI capabilities that help users get smarter insights from their data in order to deliver personalized customer experience, get upbeat recommendations for the future best actions, and automate tedious tasks.

Einstein analyses your historical data against defined parameters and creates data models that will trained with huge DataSet in future. When fresh data comes in, Einstein again checks whether the previously created operational models are still exact, and updates them in case they’re outdated. This way, Einstein-based predictions and endorsements always stay up-to-date.

It also means you don’t need to dive deep into the specifics of AI and hire a team of data scientists but can go ahead using AI with the whole Salesforce ecosystem.

Confused !!! Einstein AI is a Platform OR Product ? 😇

Users often get confused about the landscape of Einstein. It’s difficult to tell whether it’s basically a platform because it’s rooted into Salesforce solutions or a set of products as there are about more than 30 Einstein-based products, such as analytics, chatbots, Discovery, language tools, etc.

Well, it’s moreover well blend of both.

Perhaps we can treat Einstein AI as a platform because it is at the fundamental of each product. So, when customers buy a Salesforce solution, they get Einstein as a part of the system.

🎖️ World's Smartest CRM System :

However, in Salesforce there are a number of Einstein apps that serve as add-ons and need to be connected or even customized

Apps in Einstein are Three types:

✔️ Out-of-the-box apps: Those apps are Pre-built and can be added by Users or Salesforce Admins. (lead and opportunity scoring, product recommendations, email auto-segmentation, etc.)

✔️ Point-click solutions: Can be configured by a Salesforce admin. Require model creation and training. (analytics, service chatbots, custom predictions, etc.)

✔️ Programmatic AI services: Require extensive model creation and ML training using APIs to source unstructured data from integrated apps.

(Object detection, intent analysis, image classification, etc.)

Data Source: Salesforce.com

💦 Einstein’s benefits

Einstein’s advantages over others alternative solutions:

⚡ User-readiness: as Einstein is built into the Salesforce platform, it works seamlessly within Salesforce processes.

⚡ No need for data science expertise: it’s possible to use Einstein without preliminary training as it does the heavy lifting of data processing modelling.

⚡ Customization-friendly: in case there’s a need for advanced customization, Einstein provides services that can be customized by coding.

⚡ Data Model Accuracy: Einstein checks whether the created data models are adequate and updated at all times.

⚡ Automation: Salesforce Einstein automates manual data entry as well as workflows based on predictive analysis.

👉 But, How to START with Einstein !!!

Though Einstein is embedded into the salesforce platform and can be used along with any Salesforce product, you still need to put a lot of attention into increasing its efficiency and preventing things like bias and false positives.

Where should you start? Consider taking the following steps.

💦 First Check how much ready your company :

Here are some check list question to ensure Einstein’s fast adoption:

1. Does your company have the culture of analytics? ✅

In order to come up with more precise predictions, Einstein needs constant learning, which means your teams will have to feed the platform with huge amounts of data. However, the culture of analytics means that your employees will do it not just because they have to, but because they value it. So, make sure your employees regularly deal with data, create and share reports, and make decisions driven by data rather than intuition.

2. What is the quality of data? ✅

Though Einstein does manage data processing, you need to make sure that your input data is of high quality & clean. Otherwise, if you feed ‘garbage’ into the system, it will give you garbage back. To avoid this, you will need to clean your data prior to inputting it. The data should be complete and up-to-date as well as clean of duplicates, in corrections, and imprecision.

3. Have you identified viable use cases for Einstein AI? ✅

When you start using Einstein, you are unlikely to expect just some occasional insights and predictions. You surely have some goals in mind. Thus, you will need to identify use cases, or examples of the tasks you plan to get done with Einstein, for example.as calculating the lead conversion propensity or transferring routine issues to chatbots,.

4. Budget wise are you ready for Einstein? ✅

Einstein AI is beneficial in the long run, but its adoption involves direct and indirect costs, such as licensing fees, data cleansing and transformation, user training, etc.

📌 You can Start with out of the box :

In order to quickly embrace the new system’s capabilities and adopt it as soon as possible, it’s better to start with the default apps provided by Salesforce. They don’t require model training, as everything happens in the background.

Each Salesforce has lots of such apps, which can be purchased apart from your Salesforce license. Let’s overview the most useful apps in Salesforce:

💎 Einstein in Sales Cloud

In Sales, the main goal is to sell, Yes Only sale ! We know how important it is for sales reps to prioritize their activity work for the day so that they can convert most leads and focus on the right opportunities. Einstein gives sales reps lots of opportunities to be more productive and exceed their day target by providing effective forecasts and automating repetitive data entry type tasks.

✔️ Einstein Opportunity and Lead Scoring

Einstein can predict the possibility of closing an opportunity and assign scores to leads (based on the history of lead scoring data and conversion) so that sales reps can prioritize their leads more efficiently.

✔️ Einstein Email Insights

Based on customer data, Einstein recommends the most relevant content of email and feasible times to send it.

✔️ Einstein Account and Opportunity Insights

Einstein not only uses historical data to drive insights but also looks for structural changes within your accounts and opportunities, like possible mergers, expansions, or managing board’s changes, etc.

💎 Einstein in Marketing Cloud

The goal of marketers is to understand their customers better so they can deliver the most effective, personalized campaigns and boost customer engagement across different channels.

✔️ Engagement Scoring

Einstein AI analyzes each customer’s data and creates data models to predict how probable customers are to engage with your content, such as to open an email, click on a link, or go through an offer.

✔️ Einstein Segmentation

This feature builds people based on data from all the sources connected to Salesforce, which can be used to analyze potential audiences by channel and personalize customer experience.

✔️ Social Studio and Einstein Vision

Leveraging social listening tools, Einstein focus and list out social media posts that mention your brand according to specified filters, such as “negative sentiment”.

Einstein Vision, is able to recognize images. For example, it can detect brands in a specific image.

💎 Einstein in Service Cloud

AI is the difference between good customer service and a superior service experience. With AI embedded into your service console, your agents are empowered with the predictive intelligence needed to drive increased customer satisfaction. AI in service improves customer experience by dramatically reducing waiting time with the help of chatbots. It makes customer agents’ life much easier by automating their routine tasks, such as case categorization and routing to specific agent or group.

✔️ Einstein Chatbots

Einstein bots can’t start operating automatically—they need to be built and fed with data. Eventually so far in each new Salesforce release, the process gets easier, and the chatbots more powerful. Once launched, Einstein chatbots can relieve your service agents by handling routine requests and learning to tackle more complicated issues. Its dramatically reduce the load on service anent and even company can reduce their service agents man power.

✔️ Einstein Agent

With this tool, Einstein helps service agents in target of increase customer satisfaction levels high, for example, by analyzing agents’ availability and wait times, in order to provide more timely responses. The tool also suggests the Next Best Action option as an in-context replies to customer’s common questions as well as recommends the agent to route the case to. It speeds up the overall case resolution time and handle situation when service agent are busy on another call. .

By automatically classifying the case, Einstein Agent also saves service agents lots of time and providing all the necessary information on customers prior to routing cases to them.

💎Einstein in Commerce Cloud

“Your brand needs to provide a highly personalized customer experience no matter where or how they shop.”

With this motto, AI in commerce learns about customers across multiple channels to deliver highly personalized and unified experiences across all touchpoints. It takes over your team’s manual tasks, such as merchandizing, updating customer segments, or creating new product groups.

✔️ Einstein Recommendations

The tool uses the data on customers, even new and unlogged ones, to tailor recommendations, personalize and automate merchandizing on each page.

✔️ Einstein Search Dictionaries

The tool registers site searches, both via a search box and storefront browsing, to spot trending queries that are not in your dictionaries yet. Algorithms can further recommend related searches to shoppers.

✔️ Einstein Predictive Sort

The tool tailors search and category pages on the basis of shopper’s actions and activities both on web and mobile sites or apps, in order to help visitors find exactly what they search for.

📌 Einstein AI Adoption Challenges:

Salesforce Einstein is a classy algorithm that needs continuous learning. To make this algorithm efficient, you need to ensure two major conditions. First, you need to feed it with huge amounts of data and, second, give its learning the right way. These two prerequisites are usually the major challenges that may hamper successful Salesforce AI adoption.

1. Data challenge

Salesforce Einstein needs considerable amounts of data for it to be able to study patterns and trends, make as much as possible accurate recommendations, and eliminate any guesswork and biasness.

If your company doesn’t provide minimum required data, even when using out-of-the-box apps, Einstein probably won’t be effective for you.

Now How would you know you have the right amount of data?

Salesforce provide some tools that can evaluate your company’s willingness to use Einstein AI.

🛠️ Salesforce Optimizer Report :

It create a personalized report with all recommendations on how to improve your implementation.

🛠️ Lightning Experience Readiness Check :

This is the basic that Analyzes your company’s readiness for the transition to the Salesforce Lightning Experience.

🛠️ Einstein Readiness Assessor :

Evaluates your company and send you a personalized report The report tells you which Einstein features you’re ready to use now and which ones require extra steps. It’s available only in Sales Cloud.

NOTE: In terms of Data, There’s also the challenge in quality of data. Salesforce Einstein have the capability to cleans, prepares, and analyzes data once it’s imported, but still need to import as much as possible clean data. Einstein have smart algorithm to purify data but it’s not a magician that transform garbage data into accurate insights.

That’s why, prior to feeding any data into Salesforce, you need to make sure it’s free from duplicates, gaps, and errors.

2. Use case challenge

Einstein AI is not a generic plug and play solution. Each Salesforce product will deliver specific insights. Consequently, prior to acquiring a Salesforce solution for Einstein AI, companies need to prepare feasible use cases and collect minimum amount of data to support them.

What is a use case?

An AI use case is a specific path that can be use by AI to benefit your company. Use cases are important for understanding the actual requirement in terms of Salesforce product you pay for. Identifying and prioritizing a use case is one of the major challenging tasks for users, because it’s define the successful execution of Einstein AI for your company.

Salesforce realize this challenge in adoption, so suggests a guide Salesforce Einstein’s Guide to AI Use Cases to face it.

🔑 Thrilling recent and upcoming features :

One of the most exciting recent features is Einstein Voice that is still in beta. It allows you to talk to your Einstein Voice Assistant to get daily updates, take notes and relate them to associated records, or open your Salesforce dashboards. You can also create custom Einstein Voice Trained Bots.

Einstein Voice kills the main pain of mobile employees and became a game changer. As data entry gets easier and fast, reps will be entering far more information into Salesforce. Einstein Voice is to be deployed to multiple devices, including mobile phones.

Another new is email personalization with Einstein. The features such as Einstein Content Selection, Einstein Copy Insights, and Einstein Messaging Insights help marketers optimize their choice of images and email copy as well as content placement and send times, in order to improve customer engagement across email campaigns and to free marketers from time-consuming repetitive tasks.

Some key features that available from Winter ’20 Release, such as:

✔️ Quarterly Forecasting that will make forecasting even more precise and accurate.

✔️ Salesforce Einstein Search: That will replace Salesforce conventional Global Search. It’s basically an enhanced internal search that will deliver personalized search results to end users with the possibility to use conversational search and receive search recommendations. The enhanced search function will be able to deliver more relevant and accurate results based on the user’s geographical location or by picking up specific Salesforce jargon ( special words or expression ) . The AI will also be self-training on the basis of salespeople’s territories or verticals.

✔️ Code-free Predictions on Records: This will let users create prediction scores for selected fields automatically without coding.